Started in 2018. Still answering the phone.
We're a 22-person IT practice based in Covent Garden. We don't outsource support, we don't white-label other people's tools, and we don't win contracts by being cheapest.
Four things we don't compromise on.
Engineers answer the phone
No tier-1 scripts. The person who picks up is the person who fixes it — or escalates it the same minute.
Fixed fee, unlimited tickets
Metered support turns every question into a cost decision. We never wanted our clients to hesitate before asking.
We publish our SLAs
Every month you see response time, resolution time and first-touch fix rate. Good numbers, bad numbers — all of them.
30 days' notice, always
We don't rely on three-year contracts. If we're not earning it, we shouldn't keep it.
The people running it.
Sinan Çelik
Former CTO at a 250-person law firm. Started Onset after one too many 11pm outage calls.
Sanjay Patel
15 years of help desk leadership. Still takes tickets on Thursday mornings to stay sharp.
Marianne Davies
CREST-certified. Ran incident response at a FTSE 250 before joining in 2022.
James Khan
Microsoft MVP in Identity. Migrated 60+ tenants — zero incidents on day one.